Spa Operations Supervisor

HEI Hotels and Resorts•Braselton, GA

1d•Onsite

About The Position

The Spa Group & Guest Experience Supervisor is responsible for supporting the daily operational flow of The Spa while overseeing all spa group experiences from inquiry through execution. This role serves as both an operational leader and primary liaison for spa groups, ensuring exceptional guest experiences, seamless coordination between departments, and adherence to luxury hospitality standards. This position assists in supervising spa operations, front desk and attendant teams, training initiatives, retail performance, and operational standards while also managing all aspects of spa group business including prospecting, planning, scheduling coordination, communication, and onsite hosting responsibilities.

Requirements

Demonstrated leadership and team-building skills
Excellent verbal and written communication skills
Strong organizational and multitasking abilities
Ability to manage competing priorities in a fast-paced luxury hospitality environment
Knowledge of spa operations, guest service standards, and hospitality systems
Strong attention to detail and commitment to operational excellence
Ability to work collaboratively across multiple departments
Ability to adapt quickly to operational and business needs
Maintains professionalism, grooming, and presentation standards in accordance with Chateau Elan policies
Ability to communicate professionally with guests, colleagues, and leadership
Ability to coordinate multiple moving pieces while maintaining exceptional guest service standards
Ability to read and interpret schedules, event orders, reservations, promotional materials, and operational documents
Ability to promote and recommend spa services, retail, promotions, and resort offerings
High school graduate or equivalent required
TIPS Certification Required

Nice To Haves

Working knowledge of spa operations and luxury hospitality standards preferred
CPR/FA Training preferred

Responsibilities

Ensures exceptional internal and external guest satisfaction through a positive, professional, and solution-oriented approach
Oversees the coordination and execution of all spa group experiences from initial inquiry through onsite completion
Serves as primary liaison between Spa, Resort Sales, Catering, Conference Services, Reservations, and other resort departments regarding group bookings and spa experiences
Assists with proactively identifying and developing spa group business opportunities to support departmental revenue goals
Coordinates group itineraries, treatment scheduling, amenity arrangements, special requests, and pre-arrival communication
Hosts and oversees spa groups onsite to ensure seamless execution, professionalism, and luxury guest experience standards
Oversees day-to-day operational flow of The Spa, ensuring seamless front desk, back-of-house, and guest experience operations
Acts as Manager-on-Duty in the absence of spa leadership
Assists with managing daily schedules of Front Desk, Spa Attendants, and additional spa colleagues based on business levels and operational needs
Responsible for organizing and facilitating training and certification initiatives for Front Desk and Spa Attendants
Supports the ongoing development and coaching of Front Desk and Spa Attendant colleagues
Maintains ongoing retail sales training and product knowledge for Front Desk colleagues
Assists with conducting operational and retail inventories and submitting recommended orders to maintain adequate supply levels
Monitors and maintains standards of cleanliness, sanitation, organization, and presentation throughout spa public and operational areas
Ensures all spa and fitness equipment is maintained in proper condition and reports deficiencies to spa leadership
Upholds all departmental standards of quality, service, timing, Forbes/service culture standards, and operational procedures
Maintains exceptional product knowledge of spa services, retail offerings, resort amenities, promotions, and operational procedures
Assists with execution of spa promotions, special events, activations, and resort programming
Recommends operational improvements and special projects as directed by spa leadership
Reports maintenance concerns, safety hazards, deficiencies, and operational issues promptly
Maintains professionalism, confidentiality, and composure in a fast-paced luxury hospitality environment
Mandatory participation in all Spa activities, promotions, meetings, and events